Helping a Manufacturer Make the Best Use of Salesforce for Easy Incident Management

Our Solutions

  • We implemented an ITIL process for incident management and problem management

  • Our experts bridged knowledge gaps with ‘train the trainer’ program

  • We also developed a solid knowledge base, for end users, which could be used to resolve common issues

  • Our team created effective documentation for all applications and processes

  • We followed an agile methodology to implement change requests and enhancements

  • Our specialists held demonstrations to educate users on changes and enhancements

Helping a Manufacturer Make the Best Use of Salesforce for Easy Incident Management

Client Challenges

  • There were frequent breakdowns in the client’s Salesforce system

  • There was no ITIL process for incident and change management

  • The quality of the application documentation process was low

  • There was no effective collaboration between the stakeholders

  • User adoption of the client’s Salesforce system was very poor

  • The client lacked a robust knowledge base

Business Outcomes

  • A 40% reduction in the number of system-related issues

  • 100% user adoption of the Salesforce system

  • The client has enhanced ability to log and track incidents seamlessly

  • Seamless, effective collaboration between key stakeholders is facilitated

  • A vast improvement in the efficiency of incident and change management

  • A robust knowledge base is created, which helps resolve commonly-faced challenges

Conclusion

Effective Managed Services Help Tackle Frequent System Breakdowns and Address User Issues, Resulting in 100% User Adoption and a 40% Reduction in System-related Issues